Adviser – Help through Hardship Helpline (Trussell Trust)

Location: Remote delivery – with option to be office based in Hammersmith & Fulham 

Citizens Advice, in partnership with Trussell, provides a freephone helpline for people who need help to obtain a food parcel from their local food bank. As part of the process, it provides information and advice on the issues that are causing financial hardship in order to move the client forward. The helpline is managed by generalist advisers from local Citizens Advice across England and Wales.

Citizens Advice Hammersmith & Fulham have been involved with the project from the start and the project received Collaboration of the Year Award (Citizens Advice National Awards 2020).

We now have the opportunity to expand our team of helpline advisers. Role:

• Establish that the client cannot afford food by carrying out a full exploration of the cause of financial hardship and give information and advice on the issue identified
• Issue foodbank voucher where appropriate and/or signpost to local services
• Write up case notes to Citizens Advice national standards

The Helpline Advisers are provided with close support from our supervisors, have access to our wealth of resources and are an integral part of the Citizens Advice Hammersmith and Fulham team.

We have the equivalent of 7 working days available and are open to applications from candidates seeking a minimum of 2.5 days - 5 days per week. This role is well suited to hybrid working with opportunities for remote working. Advisers will also have the opportunity to be office based should they prefer. There will be a two-stage process with Test (mock client call and write up) with successful candidates progressed to interview.

Closing Date: Midnight Thursday 24th October 2024

Interview Date: Thursday 31st October and Friday 1st November 2024

We reserve the right to close the applications earlier if suitable candidates are found so encourage early applications.